Amazon Renewed Global Quality Policy

This document covers the general quality
requirements for a product to be eligible for sale on Amazon as Renewed. The
requirements outlined below are intended to serve as a minimum required quality bar for
all product categories. Any category-specific requirements are noted in Appendix A and
will supersede the general product quality requirements. Any brand-specific requirements
are noted in Appendix B and will supersede both category-specific requirements and
general product quality requirements.

A. General product quality
requirements. All Renewed products must meet the following requirements:

Product

Product must be inspected, repaired (if applicable), cleaned, and tested to
function and look like new.

If repaired, all components must be Original
Equipment Manufacturer (OEM) parts. Such parts can be new or refurbished to
a like-new condition (with the exception of Apple, for which no harvested
parts can be used – see Appendix B.1).

No signs of cosmetic damage (scratches, dents,
etc.) should be visible when the product is held 30 centimetres away.

Any markings on external surfaces of the product must be intact (e.g.
product logo). No additional markings (e.g. supplier logo, engravings, etc.)
will be allowed.

All products must be restored to their original
factory settings and be fully unlocked for use.

When present, batteries must have a capacity that exceeds 80% of the new
equivalent.

Where present, displays should have no dead or
stuck pixels, and show no signs of dimming.

Where applicable, products must be upgradeable
to the latest firmware supported by the OEM (with the exception of Microsoft
PCs, which must already be sold with the latest available version of Windows
– see Appendix A.2).

Accessories

Products must include all accessories that come with a new equivalent (see Appendix A and B for any
exceptions).

Accessories provided must be OEM, either new or
refurbished to a like-new condition (see Appendix A and B for any
exceptions).

Where applicable, wall plugs must be
compatible to the marketplace region where the product is sold. Adapters are not allowed as
an alternative.

Instruction Manuals

The inclusion of instruction manuals is
encouraged, but not mandatory. In the absence of physical instruction
manuals, a link or reference to the manufacturer’s instruction manual can be
included. Safety instructions must be included where required by law.

Personally Identifiable Information (PII)

Products will be free of any PII before being circulated for sale. Examples
of PII include but are not limited to name, date of birth, fingerprints or
other biometric data, social security number, street address, email address,
cloud storage account and credit card information.

Any PII must be removed in accordance with the National Institute of
Standards and Technology (NIST) Standard on Media Sanitisation or other
applicable local regulations and standards. Please refer to
NIST-SP.800-88.rev.1 for additional information.

Packaging

Products must be packaged either in their original packaging or in a new
cardboard box. No product can be mailed in an envelope or padded
envelope.

Packaging must be clean and free of any damage, markings and non-product
related labels and stickers.

If original packaging is used, the serial numbers on the box and the
product must match. In addition, labeling must be applied on at least two
sides of the package, explicitly identifying the product as 'Renewed',
'Refurbished', 'Remanufactured' or other applicable derivative.

Products and accessories must be compartmentalized and secured to ensure
they are not be in direct contact with each other and do not move inside the
box during handling and shipping.

Product packaging must pass drop-tests based on widely adopted standards
like those of the International Safe Transit Association
(ISTA).

B. Product Sourcing & Distribution. As per Amazon’s
policy on parallel imports (Refer to Europe Tax and Regulatory
Considerations), all Renewed products must be authorised for sale in the
European Economic Area (EEA). Selling Partners listing products sourced outside the EEA
must seek expert legal advice and make sure the rights owner does not object to such
parallel import.

All Renewed
products must come with the following warranty terms, to be honored and administered by
the manufacturer, refurbisher, reseller or third-party provider.

C. Guarantee. All Renewed Products, with the exception
of traditional wristwatches and Amazon Devices (for example: Echo, Fire), are covered by
the Amazon Renewed Guarantee. In addition, sellers are allowed to offer their own
guarantee on a voluntary basis to the customer (“Voluntary Guarantee”). Amazon is not
responsible for any claim related to Voluntary Guarantees a seller may offer. Neither
the Amazon Renewed Guarantee nor the Voluntary Guarantee affects the consumer’s rights
under the legal warranty.

Conditions

All Renewed products, with the exception of traditional wristwatches and
Amazon Devices (for example: Echo, Fire) sold in the Amazon Renewed store
are part of the Amazon Renewed Guarantee.

Merchant Fulfilled Network (MFN) sellers must opt in to prepaid return
mailing labels within Seller Central to make their Renewed products listings
eligible for the Amazon Renewed Guarantee. Lack of compliance may result in
the removal of Amazon Renewed selling privileges.

FBA sellers are automatically eligible for the Amazon Renewed
Guarantee.

Sellers will be able to appeal the Amazon Renewed Guarantee reimbursement
only in cases where the incorrect item was shipped back (for example, with a
different serial number or model), or the item was returned in a different
condition than when it was shipped (damaged by the customer). Sellers must
be able to provide documentation to prove either of these scenarios. To
appeal, please contact us by following these steps:

Appendix A: Requirements by Product Category

Phones with a built-in, mandatory camera shutter sound are not permitted (e.g. phones originating from Japan or South Korea).

Phones that are branded and/or locked to a specific network are not permitted.

Headphones and SIM cards are not mandatory.

Any device that requires a SIM card must carry a SIM removal tool (original or generic).

The use of OEM accessories is encouraged (however, it is not mandatory). Any generic accessories must meet the country standards for where the product is sold.

Personal Computers

All Microsoft laptops, tablets and PCs must have the latest available Windows operating system pre-installed.

All Microsoft laptops, tablets and PCs must be equipped with authentic software licences, as evidenced by the availability of a Genuine Certificate of Authenticity (COA) provided by a Microsoft-Authorised Refurbisher.

The use of OEM accessories (e.g. keyboards and mice) is encouraged (but not required). Any generic accessories must be compatible with regional requirements where the product is sold.

During packaging, it is encouraged (but not required) for monitor screens to be separated from their base and any other attachments.

Printers

Printing cartridges must be removed from the printer and placed inside a sealed plastic bag to prevent ink or powder from leaking into the box.

Moving parts such as doors and print heads must be taped and secured during transit. External paper trays must be disconnected and packed separately.

Small Kitchen Appliances

All surfaces that could be in direct contact with food or liquids must be cleaned and sanitised in accordance with the local regulations.

No external stains or signs of calcified water should be visible on any of the external surfaces when the product is held 30 centimetres away.

Power Tools, Lawn and Garden Equipment

Products under these categories might be sold without their accessories, as long as this is clearly communicated via the Amazon product listing page.

Petrol-operated products must be fully drained and wrapped in plastic bags in order to avoid any leaks and contamination within the packaging.

Softlines

Garments, fabric and shoes must have no signs of untrimmed threads and missing stitches when held 30 centimetres away.

Appendix B: Requirements by Brand

Apple

The use of OEM accessories is encouraged (however, it is not mandatory). If generic, cables must be MFi (‘Made for iPod’) certified cables, and chargers must be CE safety certified.

If generic accessories are provided for an Apple product, the product must include a card or sticker inside the packaging stating that:

The included cable is MFi Certified to be compatible with Apple devices.

The included charger is CE safety certified.

Apple accessories and parts, including chargers, charging cables and headphones, are not permitted to be sold as standalone products.

The use of harvested or refurbished Apple batteries is not allowed for any of the Apple product categories. Any potential battery swaps will require the use of new Apple batteries only.

Appendix C: Quality Controls and Enforcement

Seller Quality Management System (QMS)

The seller must maintain an internal QMS that enables the timely identification and
reduction of product quality and operational defects. While certification is not
required, adherence to ISO 9001 policies and guidelines is highly encouraged.

Performance Monitoring

If approved to list on Amazon Renewed, sellers must meet the following performance
metrics:

Renewed Quality Score (RQS) > 98% (seller level). Details on the RQS
guidelines, expectations and enforcement mechanisms can be found on Seller
Central.

Amazon Renewed reserves the right to conduct test buys at its own discretion.
Products purchased for this purpose will be returned to the sellers as per the regular
returns process and will not affect any performance metrics.

Failure to comply with the Global Quality Requirements might lead to the removal of selling privileges on Amazon Renewed, and might require the submission of a ‘Plan of Action’ to remediate and regain said privileges.

At any given point and at its sole discretion, Amazon Renewed reserves the right to remove any selling privileges if it is believed that an optimal customer experience is compromised.

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